Keith Hamilton

• Provide maintenance and diagnostic technical support to ITO

• Isolate and resolve component and system problems.

• Formulate and document operational procedures

• Part of a team for collaboration with a new vendor on deploying/implementing an Enterprise wide ticketing, creating knowledge base articles and automation to assist problem & change management

• Provided 24x7 1st & 2ndLevel production server support for customer call centers by monitoring, contacting appropriate IT Support, troubleshooting business impacting issues and proactive problem prevention

• Participated in bridges related to production application/system issues for the purpose assessing business impact and to notify/update the appropriate executive levels based on the severity of the impact.

• Developed SharePoint pages/sites for reporting business metrics & on-call schedules for operations personnel.

• Set performance expectations for the team, monitoring progress towards goals and providing constructive feedback as needed.
• Empowered team members by delegating responsibilities according to individual strengths and areas of expertise.
• Maintained an inclusive and diverse team culture, promoting respect and understanding among all members.
• Established open and professional relationships with team members to achieve quick resolutions for various issues.
• Enhanced team productivity by implementing efficient work processes and regularly reviewing performance metrics.